This book describes the high-performance combination of computer and telephone systems and explains how CTI works. Real-life examples show how computer-supported telephony applied to call centres has already given many companies a significant edge over their competitors. The author analyzes the benefits CTI can bring to organizations, such as increased quality of customer service and resulting customer satisfaction, cost savings and increased revenue, an enhanced corporate image, and employee job satisfaction through convenience and system efficiency. This text sets out to facilitate understanding of the bridge between telecommunications and computers by providing background in both fields. It also covers the practical issues associated with CTI system planning, design and operation, application programme creation, software expense, availability, access, training, and maintenance.

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